I mentioned that this problem had arisen only recently to the last rep. Senior rep called this am, and we began anew, directed to another rep this afternoon. She was wicked smart, and when she couldn't figure it out, despair began to creep in.
She took over my PC and after trying several strategies, told me I would have to visit with senior rep. Somehow, after three days, that was starting to make sense.Īnother rep had a clever idea, send some mp4 files shot with H.625 to her and let her see if they would run on her version of Rush. Didn't work.Ī senior support person, very courteous by the way, suggested that the issue is that since I have two plans Rush and Photography plan, my Rush plan was confused and was defaulting to the photography plan and since the photography plan did not have the HVEC codec, I was getting an getting the error message. Another suggested running Beta version of Rush. One rep suggested that I needed to upgrade my plan. One lost connection and one lasted two hours. Day three of the missing HVEC codec journey.įirst, Abobe reps have tried many solutions and have tried to find the solution.
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